• Managed a team of customer success specialists and oversaw all incoming email and chat support.• Proactively reached out to existing customers about known issues or areas to use the service further.• Synthesized customer problems into bug tickets and led resolution. • Kept track of and updated feature requests, acting as the voice of the customers.• Built and maintained help documentation. This involved creating comprehensive guides and manuals that provided step-by-step instructions on how to use the software. • Authored troubleshooting articles that helped users to identify and resolve common issues they may encounter while using the software.• Gained insights into how businesses use (and want to use) the service.

• Handle all aspects of customer payments in order to ensure accurate and timely posting to their respective accounts. • Identify and solve recurring customer problems with product engineers and other operational teams by providing supportive data and analysis. • Handle multiple projects, including project initiation, planning, execution, and closeout.

• Ensure the correct and prompt processing of each unique transaction. Work closely with Quality Analyst, Project Analyst, and management to provide in-depth analysis of pending activity.• Prepare mass uploaded client data for entry into multiple systems in coordination with other departments.• Monitor daily ledger including daily reconciliation of transactions to the record-keeping system.• Work directly with clients to respond to customer support requests such as account balances or refunds.• Assisted in training new hires and the development of documented procedures.

• Maintain office services by organizing office operations and procedures, preparing payroll, controlling correspondence, designing filing systems, reviewing and approving supply requisitions, and assigning and monitoring clerical functions.• Provide historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records.• Maintain office efficiency by planning and implementing office systems, layouts, and equipment procurement.• Design and implement office policies by establishing standards and procedures; measuring results against standards, and making necessary adjustments.• Keep management informed by reviewing and analyzing special reports; summarizing information; identifying trends.• Achieve financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.

• Manages all office operations including scheduling appointments and employee work hours.• Provided second tier customer service conflict resolution to retain dissatisfied clients.• Aided staff of 15 through coordination of personnel logistics, budget preparation/control, and records.• Created and maintained an automated filing system to store and track records and information.